Improved Customer Experience, Reduced Fraud and Cost: Contact Center Solutions

After receiving few technology investments, contact centers are poorly protected from fraudsters and offer subpar customer experiences.

Boston, December 17, 2020 – Improving the customer experience has been a high priority for financial institutions in recent years, but many contact centers continue to use high-friction methods and obsolete technologies to authenticate customers. Contact centers are also often recognized as the delivery channel that is most easily compromised by fraudsters, often leading to account takeovers. Could investments in low-friction authentication methods reduce costs and improve customer satisfaction?

This Impact Report focuses on solutions that can be used in the contact center to provide multiple benefits to FIs and showcases each solution’s capabilities. It is based on Aite Group’s telephone briefings and demo calls with eight participating vendors: Daon, Neustar, Next Caller, NICE, Nuance, Pindrop, Prove (formerly Payfone), and Verint.

This 31-page Impact Report contains five figures and seven tables. Clients of Aite Group’s Fraud & AML service can download this report, the corresponding charts, and the Executive Impact Deck.

This report mentions Daon, Neustar, Next Caller, NICE, Nuance, Pindrop, Prove, and Verint.

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